Ticket Custom Fields change to blank values when editing tickets

Update timeline

1. investigating Apr 23, 2026, 10:38 PM UTC

   We are currently investigating reports where Ticket Custom Fields may appear as blank when an existing ticket is opened in the Edit view. Because values are cleared when editing, if a ticket is saved while these fields appear blank, the previous values will be overwritten with blank values. Our engineering team is working to identify the root cause and a resolution. We will provide further updates as more information becomes available.

2. monitoring Apr 24, 2026, 01:58 AM UTC

   Ticket Custom Fields are populating on the ticket edit screen as expected. We will continue to monitor to ensure stability.

3. resolved Apr 24, 2026, 06:54 PM UTC

   Ticket Custom Fields continue to populate on the ticket edit screen as expected. This issue is resolved.